Lorna Blake

Engage front-line Customer Service agents to deliver excellent service and on time performance.

Develop and lead the team through briefings and effective communications.

Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work.

Develop and implement standard work and continuous improvement processes

Develop skills of front-line co-workers by coaching on performance.

Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries) complaints.

Interact with customers in the airport lobby and gates.

Provide outstanding customer service to our travelling customers and resolving ticketing issues in the lobby.

Focus on safe and on time departures at the gates.